Today’s banking environment is primarily digital, with 42% of customers preferring a mobile banking experience over desktop and in-branch when given a choice. This digitalization has driven online banking and financial apps, in turn leading to a proliferation of choice for the end consumer.
And we all know what choice means. Competition.
This level of competition has intensified the importance of CX. Organizations must establish a formal CX strategy to ensure they remain relevant despite (or because of) changing customer expectations.
Banks and financial organizations should read this report to:
- Discover how technologies are being prioritized by their peers
- Explore how CX strategies are developing alongside other technology investments
- Learn actionable steps they can take to deploy new Voice of the Customer (VoC) initiatives, CX technologies, and analytics.
If you want to move the needle internally and create a truly cutting-edge customer experience within your financial institution, download this report today.